User Rights & Responsibilities

The following is a statement of the rights and responsibilities of all Intellect users.

As an Intellect user, you have the rights to:

• Be treated with courtesy and respect, with appreciation for your dignity.
• Have your privacy and confidentiality protected in accordance with the law.
• Receive a prompt and reasonable response to questions and requests.
• Understand the process to seek help if a clinical emergency occurs.
• Ask about reasonable alternatives to mental health support.
• Accessible information regarding the scope and availability of our services.

As an Intellect user, you have the responsibility to:

• Book your live-coaching or live-care sessions at least 24-hours in advance.
• Attend all scheduled live-coaching or live-care sessions.
• If you aren’t able to make it, please reschedule no later than 24-hours.
• Treat your Intellect provider with respect as an individual.
• Find a conducive environment when having live-call/video sessions.
• Clearly communicate any needs or questions to ensure clarity and effective support.

Intellect’s Cancellation Policy

Our goal is to provide quality support to all our clients in a timely manner. We highly recommend against no-shows and cancellations as these would affect how our Intellect providers can assist you, and they are humans too. Nonetheless, we completely understand that last-minute matters come up, below are guidelines on cancellation and rescheduling.

Rescheduling Live Call Sessions

We highly recommend that you keep to your scheduled sessions as when you book your appointment, you are holding a space on your Intellect provider’s calendar that is no longer available to other clients.

If for some reason, you are not able to attend the scheduled session, we require you to reschedule your session through the app no later than 24-hours in advance. If you experience technical difficulties that prevent you from rescheduling on time, contact our support team at support@intellect.co for assistance.

Late Cancellations and No-Shows

A cancellation is considered late when the booked appointment is cancelled less than 24 hours before the appointed time.

A no-show is when you miss an appointment without cancelling.

If you cancel too late or don’t show up for an appointment, it will still be counted as a session and deducted from your annual credit.

Consumer Partnerships, Inclusivity & Grievances

• Cultural Safety and Inclusive Care: You possess the fundamental right to receive care that is culturally safe, respectful, and responsive to your unique identity. Intellect actively commits to fostering an inclusive digital environment for all users, including Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse (CALD) communities, and members of the LGBTQIA+ community.
• Feedback, Complaints, and External Escalation: Your voice drives our continuous improvement. You have the right to provide feedback or lodge a formal complaint regarding your care, your provider, or our platform without fear of retribution or withdrawal of services. All complaints will be acknowledged, investigated transparently, and resolved in a timely manner. Should you remain unsatisfied with our internal resolution process, you retain the statutory right to escalate your concerns to the relevant Health Complaints Commissioner in your State or Territory, or the Office of the Australian Information Commissioner (OAIC).
• Lived Experience and Co-Design: Intellect embraces a person-centered approach. We actively encourage and integrate feedback from users with lived experience to guide the design, delivery, and ongoing enhancement of our digital mental health services.

Modification/ Changes

We reserve the right, at our sole discretion, to change, modify, add, or remove portions of the Terms in this User Rights and Responsibilitiesstatement at any time. You agree to review these Terms periodically for changes. When we make changes to these Terms, we will update the ‘Last Updated’ date at the top of this page and upload the latest version of the User Rights and Responsibilitiesstatementon our official website. The User is responsible to read these Terms from time to time to update themselves on any changes.

YOU ACKNOWLEDGE THAT YOU HAVE READ THIS USER RIGHTS AND RESPONSIBILITIES STATEMENT, UNDERSTAND THE TERMS AND AGREE TO BE BOUND BY THEM BY CONTINUING TO USE OUR SERVICES.

Concern & Complaints Procedure

In the event that you are dissatisfied with any aspect of the coaching or care service, you have a right to initiate a complaint by contacting us at support@intellect.co.